A service-level agreement (SLA) defines the level of service that you want to provide to your customers. Defining an SLA involves specifying the threshold values (limits) for the applicable statistic parameters. For example, you can specify how long an agent can be in the Not Ready state. After the limit exceeds, an alert is sent.

You can define SLAs for the applicable parameters so that you are notified through alerts when a limit is exceeded. The Wallboards application provides the following types of SLAs:

  • Default SLAs: Also called client SLAs, these SLAs apply to each dashboard and each user of the dashboard. Default SLAs can be defined only for real-time statistics.

  • Panel-Level SLAs: These SLAs are specific to a panel on a dashboard. When you design a panel, you can define SLAs for historical or real-time statistics. However, for a parameter, the default SLAs take precedence over the panel-level SLAs unless you select the Override checkbox for the parameter when defining its panel-level SLA. 

    For information about how to define panel-level SLAs, see Designing a Dashboard and Panel (Step 11).